Salesforce VS Zendesk: Which CRM is Best for Your Business in 2023

Salesforce VS Zendesk Which CRM is Best for Your Business - sysvoot

One of the most common and significant tools in the current customer service setting today is CRM technology. Your company can profit from this CRM software, especially in terms of contact management and data collection. Each CRM has a few unique and extraordinary features, and its main goal is to assist businesses in managing customer data. CRM software can be valuable whether you have a start-up company or an established one.

Two of the most used customer services used by businesses globally are Zendesk and Salesforce. Both these software come with all the necessary features to give a great customer experience. Also, each of these solutions is popular and is heeded appreciatively by leading experts for businesses with a variety of expertise.

Read Also: 15 Top Salesforce Consulting Companies

To decide which CRM platform is best for your business to flourish, we will survey and compare the two most used CRM platforms in this post. The selection procedure can be determined by their distinct features. Let’s start.

Salesforce VS Zendesk

Zendesk is a market-leading CRM that customers count on globally. This tool stimulates team productivity and efficiency by delivering vigorous workspaces and mechanization powered by artificial intelligence (AI).

Further, it contains document storage, aid for third-party additions, personalized dashboards, and analytics features. For firms of different sizes, it even provides a huge range of plans like Zendesk Sell Teams, Zendesk Sell Enterprise, and Zendesk Sell Professional.

In contrast, Salesforce is a prominent CRM and is also often deemed as a direct competitor of Zendesk. It delivers customized sales funnels, up to 2GB of document space per user, in-built sales dashboards, and a mobile app, much like Zendesk. Salesforce’s primary plan amounts to more than Zendesk’s because it comes with advanced factors.

For big businesses that need cutting-edge characteristics and additions, Zendesk and Salesforce are both reliable choices. Zendesk is user-friendly and easy to use and understand. Salesforce has more complex and developed characteristics that make it hard to utilize for novices unless some training on the same is given.

Zendesk: Features It Offers to Businesses

Zendesk is primarily a customer support platform that enables you to communicate with customers through any channel. Some of the features it provides to businesses include:

Zendesk Features It Offers to Businesses - sysvoot

Exceptional Knowledge Base

You can stimulate, oversee, and distribute support content with your team, distinct clients, or the public by using this knowledge base software.

To ensure that assistance is always at your disposal, Zendesk makes it easy to formulate, customize, and employ one or more knowledge pools depending on whom to cater to.

In-Built Ticketing System

The ticketing system from Zendesk excels at administering a centralized juncture for all inquiries and issues from your customers. Support tickets enable you to centrally oversee all your customer service recommendations from any point.

Online Community Forums

Your customer exchanges can be reinforced and heightened by creating online communities around your business and derivatives.

For figuring out your customers there is a necessity for periodic feedback, but interchanges between them and your business are only one aspect of the picture. This is where Zendesk helps you.

Zendesk Sales

Zendesk Sales is created as a way to assist sales agents in enhancing their efficiency and streamlining their processes. The array of customer data and metrics are just two of the important sales aspects that Zendesk Sales automates.

Salesforce: Features It Offers to Businesses

Salesforce is developed for sales, marketing, and customer service. The best part about Salesforce CRM is that it doesn’t require technical prowess. Having good interaction with your customers is the key and Salesforce lets you have that.

Salesforce Features It Offers to Businesses - sysvoot

Sales Forecasting

Salesforce delivers an accurate and current perspective of your comprehensive business channel. A factual, data-driven perspective ensures spotting loopholes in your business so you can make the crucial revisions and maintain your sales goals.

As a sales manager, you can follow the growth of your team against quarterly and monthly objectives and make use of insightful examinations.

Social Intelligence

The extraordinary Social Intelligence feature enables managers and business owners in using the power of social media engagement for their business growth. To achieve your customer goals when they interact online you can employ this social tool to spot new leads, devise reminders, look for account names, and utilize keywords to start significant business events and discussions.

Lead Management

To interact with new leads and add them to your database, you can use the landing page. Your team thereafter can access the information they require to follow up immediately, and it only requires one tap to send an email from a tailored template or to make a call by employing the built-in dialer.

Recommendations from Einstein

Salesforce’s AI-powered tool Einstein gives out suggestions based on user behavior from every communication that has been registered with your business guidelines to build comprehensive user profiles and mail pertinent input via different means of communication.

In-depth Discussion on the difference Between Zendesk and Salesforce CRM Platforms

Comparison BW Zendesk and Salesforce - sysvoot

Source: forbes

There are several differences between Zendesk and Salesforce that we have highlighted in this section. This shall help you decide which one is better for you.

Execution and Usability

Users are required to select between a more personalized solution and one that they can apply fast. Salesforce is not as rapid to execute nor is it as user-friendly when described in relation to Zendesk because of its refined features.

To fulfill your goals, Salesforce execution requires numerous customizations. You will also require a developer or third-party firm to make it relevant for your business.

Multi-Channel Compatibility

When it is about multi-channel compatibility, Zendesk and Salesforce can both produce messages from emails, Tweets, and Facebook enabling support from agencies. Both deliver ingenious mobile applications for iOS and Android devices.

Self-Service Platform

Users can develop a customer self-service platform with both Zendesk and Salesforce. The only major distinction between the two products in terms of this element is that the assistance portal is a standard feature across all pricing models that comes with Salesforce, except the Professional Plan.

Zendesk comprises a self-service portal ability in its Zendesk Suite. The Zendesk directory instructs in building an intelligent knowledge base that is compatible with various languages.

 Integrations and Workflow Overseeing

Salesforce Cloud Service is compatible with more than 4,000 apps, on the other hand, Zendesk works with over 1,000 third-party apps and business applications effortlessly.

Team Collaboration

The integrated customer service delivered by Zendesk is an element of the larger cloud software framework that contains Zendesk Sell. Features like Community forums, call-center software, chat, and messaging are all included in Zendesk.

The alliances from Salesforce are more project-oriented and based on communication. This enables companies to achieve their objectives faster.


Currently, Zendesk has 3 models: Suite Team for $49, while the lowest one starts at $19 per user each month. The monthly expense of the Enterprise Zendesk Suite, which comprises Zendesk Sunshine, chat, discussion, AI, 24/7 support, and advice, is $149 per user and the price is calculated every year.

Salesforce pricing has four options—Essentials, Professional, Enterprise, and Unlimited. The monthly price for the Essentials plan is $25 per user, the “sales and service” comes anywhere between $100 and $325, and as and when you increase features the cost increases.

Reporting and Analytics

In reporting and analytics, the Salesforce Cloud Service‘s integrated CRM components deliver multiple advantages, especially for large industries that need to classify vast quantities of customer data.

You can keep a tab of all the communications undertaken with each customer using Zendesk Sell, which converts the data into valuable visual insights.

Zendesk or Salesforce? Final Words

When you contemplate how identical both tools are for delivering competent CRM support, it is hard to select between the two. However, there are some minute distinctions to ponder about.

Salesforce is a more holistic software ingrained with automation and AI components. Although Zendesk’s features are lesser than Salesforce’s, it also has a lot to offer.

Salesforce provides marketing and sales services in one package, but it is more expensive. So for large businesses, Salesforce is ideal but if your business is small-scale Zendesk is preferable.

These two CRMs are developed for businesses that are at relatively distinct phases of their business cycles. And ultimately it lies on you which to opt for.

If you are still confused and require further guidance contact Sysvoot today.

Read Also

AWS vs AZURE: Which Cloud Platform is Best for Businesses

The Complete Guide to Salesforce CRM Integration

Why do You Need to Hire CRM Consulting Firm

Leave a Comment

Your email address will not be published. Required fields are marked *

Scroll to Top